Revision as of 16:36, 19 November 2018

What's New in Version 3.18.0

The following features are new for Bright Pattern Contact Center version 3.18.0.

Blending Inbound/Outbound Predictive Dialing

Starting from this release, the Dialer better tracks inbound calls that may be handled by agents who are assigned to work for outbound campaigns. This significantly improves the operation of predictive campaigns in blended (inbound/outbound) environments.

For more information, see the Contact Center Administrator Guide, section Outbound - General.

Dialable Metric for Wallboard

The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). For more information, see the Wallboard Builder Reference Guide.

Recording Retrieval API Methods

The Recording Retrieval API Specification includes methods for getting audio files and audio recording metadata for recorded voice interactions. To use the API, you need to have the “Allow recording export API access” privilege.

For more information, see the Recording Retrieval API Specification, section Get File and Get Metadata.

User Management API Extensions

The User Management API now includes two new methods for automatically exporting detailed information for all users: Export User Phone Numbers and Export Access Numbers.

Export User Phone Numbers returns users' phone extension, login ID, first name, last name, whether voicemail is activated, and whether a voicemail greeting is present.

Export Access Numbers returns users' access number data, including the number, media type (voice), extension, the name of the scenario used, and display name.

For more information, see the User Management API Specification, section Export User Phone Numbers and section Export Access Numbers.